It’s time to dig under the surface of another industry in Scotland, with the latest in our series of interviews from experts in the field. We’ve taken a look at creative industries, HR and user experience, but this week we’re chatting to Melissa Raffaelli of the Sheraton Grand Hotel in Edinburgh about her background and how she became involved in hospitality and sales…
Name: Melissa Raffaelli
Occupation: Director of Sales
Company: Sheraton Grand Hotel & Spa
Location: Edinburgh
What journey did you take to become Director of Sales at Sheraton Hotel Grand Hotel & Spa?
I studied hospitality at University in South Africa, Port Elizabeth and moved to the UK to work in hotels shortly after graduating. Over the years, I have worked across several departments within hotels – from the Front Office to Event Planning – and this knowledge and experience have given me excellent grounding for my current sales role.
Please describe a typical working week.
Every day is different; each day brings new challenges and opportunities which makes it an exciting and dynamic place to work. I start the day at the Sheraton with our daily Buzz Session, where the sales and events teams come together to discuss VIPs coming into the hotel, key sales activity and business opportunities which forms a real focus for the day and week ahead. Much of my time is spent supporting the team and I always take the time to meet clients who are holding events in-house, as well as assisting with site inspections, negotiating client contracts and conducting internal and external meetings. The day does not end there however: there are always lots of networking opportunities to attend in the city, or I could be hosting a dinner or evening event in the hotel for our clients.
How essential are both experience and qualifications in this type of role?
Both are important but experience is crucial at this level and in my opinion this will normally outweigh formal qualifications, as I rely on my past experiences to make sound decisions on a daily basis. The hospitality industry thrives on relationships so good people skills are also essential to communicate with clients, suppliers and industry colleagues, as well as for effective team management.
What advice would you give to anyone looking to get into hospitality?
Get an education and then start working in a hotel while you are studying so you can gain experience in operational areas. Be keen and enthusiastic, and by volunteering to help with wider projects and tasks you will learn more and become a valued member of the team which can lead to exciting opportunities. The most important thing is the desire to work in hospitality and deal with a diverse mix of people all day.
What challenges should they be prepared for?
Be realistic; a career in hospitality will not suit someone looking for 9 to 5 hours, as a hotel is a 24-hour operation and you must be flexible and dedicated, particularly if you wish to go all the way to managerial level. When you are at work, you are effectively “on stage” and you must always display the highest standards of service and a “can do” attitude with guests – as well as colleagues – at all times, no matter what may be happening behind the scenes. If you embrace all challenges that come your way, and view these as opportunities, then you can go a very long way in a truly exciting and dynamic industry.
Is there a certain personality you think is best suited to this role?
Someone with an outgoing personality that can work with people at all levels to get the best out of a situation. Contrary to belief, the role’s not all glamour and international jet-setting; you must never over-promise to win the business as you may compromise your hotel, so you must remain well-grounded and business-savvy at all times.
Where do you see this role leading you?
My long-term ambition is be the General Manager of a hotel.
What lessons have proved invaluable from your previous roles?
Above all, you must work as a team – in a hotel one department cannot function without another so collaboration is key.
What are the best perks of the job?
I love meeting new people every day and travelling.
Finally, describe your job in three words.
Hectic; challenging; fulfilling.
Do you work in the hospitality sector or have any hotel sales experiences of your own to share? Leave us a comment below.